Jyoti Gupta
Bangalore
Summary
Results-driven Senior Major Incident Manager with 7 years of experience in Incident, Problem, and Change Management within large-scale enterprise environments. Proven ability to manage high-severity incidents, lead cross-functional war rooms, and ensure service restoration within SLA through effective coordination across IT infrastructure, applications, and business units.
Strong knowledge of ITIL framework, ServiceNow, and IT monitoring tools with a consistent record of reducing incident recurrence and improving operational stability. Adept at root cause analysis (RCA), continuous improvement initiatives, and stakeholder communication at all organizational levels.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Major Incident Manager
MicroGenesis Techsoft
11.2024 - Current
- Lead Major Incident Management (MIM) for business-critical systems, ensuring rapid restoration of IT services and adherence to SLAs.
- Act as single point of command during high-severity incidents, managing cross-functional bridge calls and ensuring real-time updates to stakeholders and leadership.
- Collaborate with infrastructure, application, and business teams to drive root cause identification and permanent fixes, reducing repeat incidents by 20%.
- Drive post-incident reviews (PIRs) and develop continuous improvement plans to strengthen operational resilience and minimize MTTR.
- Optimize MIM process workflows, ensuring alignment with ITIL4 best practices and enterprise compliance standards.
- Partner with Problem and Change Management teams to prevent reoccurrences and proactively identify service vulnerabilities.
- Own and manage the Problem Management lifecycle—from identification and analysis to resolution and closure—aligning with ITIL best practices.
- Coordinate post-incident and problem reviews, ensuring detailed RCA reports are published within SLA and corrective actions are tracked to completion.
- Maintain and update the Known Error Database (KEDB) to ensure availability of workarounds and knowledge for future incidents.
- Generate trend and impact analysis reports for leadership, highlighting performance metrics, automation opportunities, and process improvements.
- Mentor junior incident managers on best practices, escalation handling, and incident lifecycle management.
Key Achievements:
- Improved overall MIM efficiency and stakeholder satisfaction scores through structured communication and proactive engagement.
- Established a structured Problem Review Framework, improving RCA turnaround time by 25%.
- Reduced repeat incidents by 20% through proactive trend analysis and KEDB updates.
Major Incident Manager
LTIMindtree
12.2019 - 07.2024
- Coordinated high-priority incident resolution across global support teams, ensuring consistent service availability and business continuity.
- Managed executive-level communications during outages, delivering accurate impact assessments and resolution updates.
- Conducted root cause analysis (RCA) and post-mortems, driving accountability for corrective actions and long-term solutions.
- Utilized ServiceNow for incident tracking, documentation, and escalation workflow management.
- Partnered with monitoring and infrastructure teams to proactively identify anomalies and potential failure points.
- Supported DevOps and application teams in stabilizing environments post-incident and improving deployment resilience.
Key Achievements:
- Reduced incident response time by 15% through improved escalation matrix and process automation.
- Strengthened documentation practices by creating detailed knowledge articles and handover reports.
Associate
Tech Mahindra
05.2019 - 11.2019
- Assisted in IT support operations by identifying and escalating user issues.
- Collaborated with cross-functional teams to streamline workflows and maintain content quality.
- Improved customer satisfaction through efficient communication and timely issue resolution.
Education
B.Tech
KIIT University
2019
Skills
- Incident Management
- SLA & KPI Management
- Stakeholder Communication
- Trend Analysis & Reporting
- Known Error Database (KEDB)
- ITIL
- RCA
- JIRA
- ServiceNow
- IT Monitoring
Certification
- ITIL® 4 Foundation Certified
- ServiceNow ITSM Practitioner (in progress)
Timeline
Lead Major Incident Manager
MicroGenesis Techsoft
11.2024 - Current
Major Incident Manager
LTIMindtree
12.2019 - 07.2024
Associate
Tech Mahindra
05.2019 - 11.2019
B.Tech
KIIT University